Senior Director of Customer Onboarding & Implementation

What You'll Do

• Lead and Inspire 
• Set the vision, strategy, and performance goals for global onboarding and implementation 
• Build and mentor a world-class team of onboarding managers, solution consultants, and partner leads 
• Foster a culture of customer advocacy, accountability, and excellence 
• Develop a robust talent strategy that includes hiring, coaching, and continuous upskilling 


• Design and Scale 
• Productize onboarding using standardized templates, automated tools, and repeatable methodologies 
• Continuously optimize processes to improve efficiency, flexibility, and enterprise-readiness 
• Balance global scalability with enterprise-level customization 


• Drive Cross-Functional Impact 
• Collaborate closely with Product, Sales, Customer Success, and Support to ensure a unified customer journey from pre-sales through renewal 
• Ensure onboarding aligns with product roadmaps and real-world implementation needs 
• Enable smooth handoffs and minimize go-live friction 


• Own Change and Integration 
• Spearhead ERP integrations (e.g., SAP) and drive interoperability across the 3E product ecosystem 
• Lead data migration strategies that ensure integrity, security, and compliance 
• Guide change management initiatives to support customer and internal adoption


• Empower the Implementation Partner Ecosystem 
• Develop and manage a certified global implementation partner network 
• Implement training, enablement, and delivery frameworks to ensure high-quality execution 
• Monitor partner performance and uphold consistent excellence 


• Incentivize Success 
• Create compensation and incentive models tied to key success metrics, including customer satisfaction and Net Promoter Score (NPS), time-to-value and product adoption, renewal rates and revenue growth, and process scalability and operational efficiency. 
• Partner with HR and Finance to continuously align rewards with strategic impact 


• Execute with Precision 
• Use formal project management tools and best practices to deliver on-time, in-budget, and in quality onboarding 
• Govern large-scale implementations with clear scopes, risk mitigation, and strong communication 

What Makes You a Great Fit

• 8+ years in customer facing SaaS onboarding, implementation, or professional services, including 4+ years in leadership 
• Proven success leading teams that directly impact ACV, renewals, and customer outcomes 
• Deep expertise in at least one of the following domains: Product Safety & Stewardship, Chemical Workplace Safety, Sustainable Supply Chain Management is a plus
• Experience with ERP integrations (e.g., SAP EHS) and managing complex data migration initiatives. 
• Strategic, analytical, and highly organized with PMP (or equivalent) preferred 
• Comfortable in ambiguity; equally adept at vision-setting and hands-on delivery 
• Background working across global teams and with enterprise clients 
• Experience building and scaling global partner implementation ecosystems 
• Ability to work in Eastern Standard Time (EST), ideally physically located on the East Coast.  

Who Thrives Here

• You’re someone who: 
• Aligns deeply with 3E’s values: customer passion, accountability, transparency, transformation, and collaboration 
• Seeks to build, not just maintain—you’re energized by creating repeatable, scalable systems 
• Balances bold ambition with thoughtful execution 
• Inspires trust and high performance in cross-functional and multicultural settings